Restoration Plus Services

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• By Chris

  October 7, 2019

  Bathroom remodel

  $9,600

  We had a complete bathroom remodel done in Dec of 2018. The overall experience was terrible. There wasn't any project management and the job wasn't completed to satisfaction. We had to have them come back out after the job was "completed". We were asked to send pictures and put post-it notes on unsatisfactory areas. Then we had to stand over Mark and make sure that those items were completed. Neither Scott nor Ryan ever came out to inspect the completed job. At the end we still were not satisfied. They left our house a complete mess and we decided to let a lot of things go based on the experience. In June 2019 we started having an issue with the tile that was installed in the bathroom. We were really hesitant to contact Scott, because of our experience with Ron and we felt as if Scott had minimized the concerns we raised at the end of the project. After watching the floor continue to deteriorate, we called Scott on 6/28/19. He responded with a text that he would contact us on 7/8 after his vacation. On 7/17 we still had not received a call back from Scott, so we contacted him a second time regarding the floor. He immediately responded with misinformation stating that our 1 yr warranty was up and that issues with tile (cracked grout) was normal wear and tear. After a phone conversation, Scott asked us to get two quotes and if it was under a certain $ amount he would pay to have the floor fixed. In good faith, because we felt that he was going to be true to his word, we took time out of our busy schedules to schedule tile contractors in their peak season. When we received the first quote we immediately contacted Scott and let him know the price. Four days later he contacted us and stated that he would like to bring his tile sub or offered us less than half of what the quote was for a warranty settlement. We opted for him to come look at the tile. That was on 7/29. On 8/1 we contacted him to see if he still wanted to look at the tile. On 8/2 he said it would have to be after a 7 day stretch where we were not available. We said, let us know and he said, we would catch up after that date. On 8/14 we contacted him again. On 8/19 he got back with us, at that point we were stating we were available any time just to get him to look at the tile. Then he decided they were just going to come out and re-grout the tile. At this point, we had several tile experts out to look at the tile and knew that the issue was more serious than just needing to be re-grouted. We confronted Scott about the fact that we did not feel he was taking this seriously or a timely manner. He then proceeded to bombard us with misinformation that could easily be disputed, because we kept a record of all communication with Scott. On 8/20 we were told that trades were 3-4 weeks out. On 8/29 he finally came out with Ron to look at the floor. We had several tile experts out to inspect the floor, so we were shocked when they said they only needed to replace two lines of grout and that they couldn't believe that anyone would say the floor needed to be fixed. When I tried to point out the pinholes to Scott and Ron, they stated that was just dirt. Scott then wanted us to go through and put post-it's on areas we thought were defective. We have had 3 tile experts tell us, that the tile was not laid to manufacturer specifications, that there were pinholes all over the grout, and that all three suspected there was something going on with the underlayment. Since that time, we are now starting to have issues with the tile in the shower. When Scott left that day, he stated that he would contact us with their availability. We have not heard anything from Scott in 5 weeks. At the three month mark we printed all 39 photos from the bathroom and all text messages and spoke with a lawyer to discuss our options moving forward. it has been over 3 months since our initial contact and there is no resolution and no end date on when the floor will be fixed, or even if it will be fixed or just patched.

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